Associate Systems Support Engineer

This is a fully remote position, open to applicants in India.

📋 Description

• Deliver exceptional client services and assist clients in resolving ongoing challenges.

• Conduct weekly and monthly client read-outs and presentations.

• Act as the primary client contact for issues related to application and database performance.

• Utilize AppDynamics for monitoring and assessing application performance.

• Identify, qualify, and facilitate the resolution of issues and bugs.

• Track recognized problems and solutions, ensuring resolution across the client base.

• Evaluate complex application and database performance issues and guide them to resolution.

• Recognize known issues, transform them into alerts, and create operational workflows with relevant teams.

• Draft technical and operational procedure documentation.

• Engage in weekly and daily technical and leadership meetings to provide updates on progress.

• Install, implement, configure, upgrade, and optimize application systems and databases for Altera software development and QA environments.

• Conduct analysis, troubleshooting, and resolution processes.

⛳️ Requirements

• Over 1 year of experience in supporting and monitoring Dynatrace, AppDynamics, New Relic, or other Application Performance Management tools.

• Familiarity with application and infrastructure monitoring tools and solutions.

• Experience with Windows Server infrastructure and .NET-based application support.

• Knowledge of IIS, worker process threads, Web.config, certificate binding, and event logs.

• Understanding of server performance metrics including CPU, memory, queue length, MSMQ, I/O, page writes, and Perfmon.

• Awareness of Windows Cluster, COM+, and Log Parser.

• Basic knowledge of networking and Azure Monitoring.

• Intermediate to advanced SQL skills, including SQL Jobs, SQL queries, blocking, and Always On.

• Experience with ITSM tools such as Service Desk/ServiceNow.

• Fundamental understanding of the ITIL framework.

• Bachelor’s degree in Computer Science or IT.

• Excellent written and verbal communication skills in English.

• Strong interpersonal and communication capabilities.

• Experience providing international support, preferably for US or European clients.

🏝️ Benefits

• 24/7 operational environment with rotational shifts.

• Relevant IT certifications would be advantageous.

• Experience in international support, ideally with US or European clients.